Chat assistant for store and e-commerce customer service
62% of order, return and shipping questions are resolved without human intervention.
- Sector
- Retail
- Product used
- Ilmek Asistan
- Measured impact
- 62% automated resolution
- Time to production
- 8
Citizen enquiry assistant for a municipality
An assistant answering from regulations and service guides with citations cut call-centre load by 45%.
A local government faced a flood of questions about permits, taxes and social-assistance applications. Ilmek Bilgi indexes regulation texts, service guides and announcements; it answers citizens step by step and shows the relevant article and form.
Result
Questions reaching the call centre fell 45%; ‘I don’t know’ answers were routed to experts, revealing content gaps.
Scope
- Citations
- Multichannel access
- Content gap report
Before / after
| Call load | -%45 |
|---|---|
| Response time | Minutes → seconds |
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